Training Lead

4 days ago

Cebu City, Central Visayas, Philippines IntouchCX Full time
About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

Are you looking for an exciting new challenge? IntouchCX is looking for you

As one of the world's leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.

We're hiring a Training Lead to oversee training initiatives by providing support and supervision to our Training Facilitators and Training Support staff. Our ideal candidate is a leader with a drive to create training policies, manuals and other educational media to support our learning and development initiatives.

As Training Lead, You Will…

  1. Promote an inclusive learning environment with a focus on employee engagement and retention
  2. Manage the client-partner relationship as the point of contact for the Training team
  3. Provide coaching and development based on performance evaluations to direct reports
  4. Analyze trainee performance and trends
  5. Participate in client-partner meetings
  6. Be responsible for various tasks such as business reviews, reporting obligations and project management
  7. Demonstrate an understanding of HR and local labor regulations
  8. Implement comprehensive professional development plans and training programs
  9. Provide direction for new training and professional development initiatives
  10. Uphold existing best practices of the training department, while developing and communicating new procedures
  11. Read, audit and parse technical information for action and analysis
As Training Lead, You Have…

  1. High School diploma or equivalent (required)
  2. Degree (or equivalent) in Human Resources, Instructional Design, Teaching or Organizational Development (preferred)
  3. Minimum of 3+ years working in a learning and development environment
  4. Curriculum development and/or graphical & informational design experience
  5. Instructional design experience including production and management of e-learning content
  6. Experience developing and managing training programs and measuring their impact / ROI
  7. Experience in contact center management and training (preferred)
  8. Excellent written and verbal communication skills
  9. Conflict resolution and problem solving skills
  10. Proficiency with G Suite and Microsoft Office applications
  11. Ability to learn and adapt to new systems (as required by the role)
  12. A resilient attitude and demonstrated adaptability
  13. A deep passion for collaboration and learning
  14. The ability to work both independently and in team settings within a fast-paced, entrepreneurial environment
  15. Proven experience in bringing a successful and innovative approach to learning
  16. Engaging communication and facilitator skills
  17. A strong business acumen and ability to make principled judgment calls
  18. The ability to work with advanced training tools and technology (CRMs, LMS)
  19. A proven track record in leadership development and performance management
  20. A background in client relationship management and front-line supervisor development
  21. Availability to work graveyard, weekends and/or holidays
  22. A willingness to work overtime as determined by business needs
  23. The ability to travel internationally as needed
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